This article helps troubleshoot the touchscreen not responding on your BlackBerry KeyOne

You may have touchscreen issues if your phone:

• Screen doesn't respond to your touch
• Freezes

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

1. Verify if your screen protector or protective case is interfering with the touchscreen.

   Sometimes, the thickness or texture of a screen protector or the pressure of a protective case affects the touchscreen's performance.

   Try removing any screen protector or case, and test to see if your issue is fixed.

   Caution: Some screen protectors may not reapply properly.

   Note: Use only BlackBerry KeyOne-compatible protective cases.

2. Perform a soft reset.

   A soft reset removes temporary files that may be causing the problem, but does not delete any content or data.

1. Press and hold the Power/Lock button for 10 seconds.
2. The phone will shut down and restart.
3. The device has been reset.



3. Identify if the operating system is affecting touchscreen functionality.

If these steps do not solve your problem, a broader performance problem may be the cause.

Note: To optimize device performance, be sure your BlackBerry KeyOne is running the most recent device software. Check for software updates.

If you're still having issues, please try the Sprint Community pages or make an appointment with a nearby Sprint store for more help.